Contract Salesforce

Position Summary

Housing Connector is seeking a contract support professional to process tier 1 and tier 2 Salesforce tickets submitted by partner organizations. This contract is focused on repeatable, process-driven work, including ticket intake, documentation, categorization, and routing.

This is not a housing support or case management role. The contractor will not engage in tenant services, property coordination, or decision-making related to housing outcomes. Work is assigned through defined ticket queues and documented workflows.

The following reflects the core contract responsibilities and intentionally excludes direct service delivery.

• Monitor and intake Salesforce tickets submitted by partner organizations
• Review tickets for completeness, accuracy, and required information
• Apply standard tags, categories, and priority levels based on defined rules
• Perform basic, documented troubleshooting when applicable
• Route tickets to the appropriate internal team or owner with clear notes and context
• Send standard acknowledgment or clarification messages to partners using approved templates
• Document all actions, updates, and outcomes in Salesforce
• Identify duplicate, misdirected, or out-of-scope tickets and close or reroute accordingly
• Escalate sensitive, complex, or policy-related issues using predefined criteria
• Flag recurring partner issues or submission patterns that suggest system or process gaps
• Maintain clear boundaries around scope, authority, and decision-making

• Tickets are reviewed, categorized, and routed within defined SLAs
• Salesforce records are accurate, complete, and consistently documented
• Low-level partner questions are acknowledged promptly using approved templates
• Escalations are clean, well-documented, and appropriately limited

• 2+ years of experience in operations support, administrative support, or CRM-based roles
• Hands‑on experience working in Salesforce or a comparable CRM/ticketing system
• Strong attention to detail and consistent documentation habits
• Ability to manage a steady volume of routine requests accurately and efficiently
• Clear, professional written communication skills
• Comfort following defined workflows without improvising beyond scope

• Contract role with defined scope and deliverables
• Remote work; no onsite, hybrid, or field‑based requirements
• Work performed during standard business hours, Monday–Friday
• Contractor retains discretion over how work is completed within defined processes and timelines.
• No on‑call, evening, or weekend expectations
• 20-40 hours a week
• 3 month contract to start
• Hourly contract rate; $23-$25 based on experience